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2009-2010 Service Delivery Report.Pub Service Delivery Report 2009-2010 Page Intentionally Left Blank 2-1-1 Brevard Table of Contents FY 2009-2010FY Executive Summary ....................................................................4 At A Glance WHO is calling?.................................................................................................6 WHY did they call? ............................................................................................7 WHERE do callers live? ..................................................................................8 WHAT type of help was provided & what were the outcomes? ........................9 WHEN did people call or search the online database?..................................10 HOW did callers learn about 2-1-1 & how frequently were referrals made?... 11 In Depth - Report Detail Problems/Needs.....................................................................................12 Closer Look: Deepwater Horizon Calls .....................15 Helpline Referrals by Number of Referrals............................16 Helpline Referrals by Name of Program..................................40 Online Database Pages Viewed by Number of Views ..... 64 Online Database Pages Viewed by Program Name.......... 86 Acknowledgments........................................................................................ 108 3 2-1-1 Brevard Executive Summary FY 2009-2010FY Programs & Services 2-1-1 Brevard connects people to services by providing information, referral, crisis intervention and training. The agency fulfills this mission through the following programs and services: Helpline Services, including the 2-1-1 Helpline (2-1-1) providing Brevard County with crisis intervention, information about, assessment for and referral to community services and the Crisis Hotline of Central Florida (407.425.2624), providing crisis and suicide intervention services for DCF Circuit 18, Seminole & Brevard Counties. Both helplines are available 24 hours a day. 2-1-1 Brevard also answers a variety of helplines through partnerships with local, regional and na- tional organizations, including: • C.A.R.E.S. hotline (1.866.CARES.09), providing screening for Brevard Family Partner- ship’s voluntary prevention program that protects children, strengthens families and changes lives. • United Way of Volusia/Flagler Counties to provide their residents with information & referral services overnight and on weekends • National Suicide Prevention Lifeline (1.800.273.TALK and 1.800.SUICIDE) • Rape, Abuse & Incest National Network (RAINN) Sexual Assault Hotline (1.800.656.HOPE) • Darkness to Light Child Sexual Abuse Hotline (1.866.FOR.LIGHT). The 2-1-1 Database/Online Database is routinely updated and contains information on local pub- lic, private, for-profit, non-profit and faith organizations and the community services and programs they offer. The Sunshine Service provides a daily telephone call offering reassurance, social contact, emo- tional support & needed referrals to elderly or disabled people who live alone, are physically or so- cially isolated. 2-1-1 Brevard is the lead agency for the county’s Homeless Management Information System (HMIS), a web-based client and case management system used by local organizations that pro- vide services for homeless individuals and families. The 2-1-1 Brevard Website at www.211brevard.org includes a community calendar, online library and frequently updated news of interest regarding community services. Contact Summary Total call volume was lower in 2009-2010 compared to the prior year. In August of 2008, Tropical Storm Fay was responsible for a significant number of calls, nearly 50% greater than in July of 2008 and 40% more than in August of 2009. Additionally, a decision by DCF to change the routing of calls according to circuit meant that 2-1-1 Brevard ceased to have responsibility for Crisis Hot- line calls originating in Orange & Osceola counties effective January 1, 2010, resulting in a slight reduction in call volume on that line in the second half of the fiscal year. 4 2-1-1 Brevard FY 2009-2010FY Executive Summary Telephone System Data Contact System Data Website Data Contact Type Number Contact Type Number Contact Type Number Incoming Calls 68,930 Logged Calls 56,895 Website Visits 117,591 Answered Calls 60,217 Sunshine Calls 4,706 Website Page Views 290,876 Abandoned Calls 8,713 Online Database Visits 34,914 Contact Definitions • Incoming Calls: Calls to any of the helplines defined above, counted by the telephone system • Answered Calls: Calls answered without going into queue • Abandoned Calls: Calls terminated by the caller before being answered • Redirected Calls: Calls sent to queue or voice mail or forwarded to external numbers • Logged Calls: Helpline calls logged into our contact management system • Sunshine Calls: Contact calls to Sunshine Service clients • Visits: Separate visits to the agency’s website or online database site • Page views: Individual pages viewed within visits As you review the report, it will be helpful to be aware of the following: • Helpline data are based on call records. One record may include multiple incoming/ outgoing calls and/or multiple problems/needs and referrals. Therefore, the total numbers of each of these categories may vary. • Many helpline callers prefer to remain anonymous. Consequently, the category “unknown” will frequently represent a significant percentage in many categories. • ‘Problem/Need’ refers to the issues for which the callers were seeking assistance; ‘Contact Type’ refers to the way in which 2-1-1 Specialists assisted callers: ◊ Information Call: Limited or detailed data about community service systems in re- sponse to a direct request ◊ Assessment & Referral: Assessing the needs of the caller, identifying and reviewing potential resources & providing sufficient information so that the caller is able to make an informed choice and empowered to access needed services. Advocacy & Follow up may be provided when additional assistance is needed or to ensure that the caller received needed services. ◊ Crisis Intervention: Provision of empathetic listening & support that aids the caller in returning to his or her pre-crisis level of functioning. May include assessment and re- ferral as secondary components. ◊ Misc/Other: Includes contract calls, emergency intervention, advocacy, follow-up, ad- ministrative calls & wrong numbers, etc. • There are two versions of both the 2-1-1 Helpline Referral Report and the Online Data- base Program Page Views Report. Each report is arranged alphabetically for ease in lo- cating a specific program, as well as in descending numerical order to demonstrate which programs receive the most frequent referrals . Program names may or may not include the name of the operating agency. If you have questions about referrals to a particular pro- gram, please contact us. 5 2-1-1 Brevard AT A GLANCE FY 2009-2010FY WHO is calling? Caller Age Ranges 100+ 80‐89 60‐69 Range 40‐49 Age 20‐29 Unknown ‐ 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 Number of Callers Caller Age Number % of Total Unknown 5,152 9% < 20 415 1% Caller Gender Number % of Total 20-29 4,738 9% Female 38,970 70% 30-39 10,430 19% 40-49 13,980 25% Male 14,003 25% 50-59 13,273 24% Unknown 2,729 5% 60-69 5,921 11% 70-79 1,378 2% TOTALS 55,702 100% 80-89 330 1% 90-99 48 0% 100+ 1 0% TOTALS 55,666 100% Caller Gender Male Unknown Female 6 2-1-1 Brevard AT A GLANCE 2009-2010FY WHY did they call? Individual & Family Life Emergency Shelter 6% Criminal Justice & 3% Legal Income Support & Food 7% Employment 3% Others 4% Clothing, Diapers, 1% Household Goods, Community & Transportation Consumer Services 4% 21% Bas ic Hous ing Ne e ds 7% 33% Utility Assistance 16% He alth Car e 11% Mental Health Care/Counseling 17% Problem/Need Category Qtr 1 Qtr 2 Qtr 3 Qtr 4 Total Basic Needs 6,183 6,615 4,062 4,572 21,432 Community Services 2,037 3,150 3,254 3,295 11,736 Consumer Services 327 222 310 264 1,123 Criminal Justice & Legal 938 826 1,342 1,053 4,159 Disaster Services 18 8 23 34 83 Education 108 81 94 91 374 Environmental Issues 204 142 135 179 660 Health Care 1,684 1,619 1,513 1,577 6,393 Income Support & Employment 724 686 656 707 2,773 Individual & Family Life 884 815 947 904 3,550 Mental Health Care/Counseling 2,794 3,116 2,550 2,521 10,981 Total 9,718 10,665 10,824 10,625 63,264 7 2-1-1 Brevard WHERE do callers live FY 2009-2010FY ? City # Reported % of Total Cape Canaveral 922 2% Cocoa 6,722 13% Daytona Beach 1,062 2% Indialantic 328 1% Indian Harbour Beach 265 1% Melbourne 10,421 21% Merritt Island 2,655 5% Mims 469 1% Central Florida 4,280 8% Palm Bay 9,108 18% Port St. John 610 1% Rockledge 2,238 4% Satellite Beach 634 1% Titusville 4,039 8% Viera 311 1% West Melbourne 467 1% Others 1,347 3% Unknown 4,494 9% 50,372 100% # Brevard Calls By Zip 4,000 to 4,999 3,000 to 3,999 2,000 to 2,999 1,000 to 1,999 0 to 999 8 2-1-1 Brevard FY 2009-2010FY WHAT type of help did 2-1-1 provide? Misc/Other 12% Crisis Intervention Assesment & 15% Re fe r r al 48% Information 25% Contact Type Total Assessment & Referral 26,793 Information 13,866 Crisis Intervention 8,330 Misc/Other 6,503 Total 55,492 WHAT were the outcomes? Outcome % of Total Reported Callers satisfied with service 97% Callers agreed that Specialist was helpful, listened & understood 100% caller’s concerns Callers will use 2-1-1 again 99% Callers will recommend 2-1-1 to others 99% Callers contacted organizations to which referred 97% Callers received full or partial assistance from organizations to which
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